Amazon insisting on a crime report?!

[mayoketchupchocolate]

Not sure if this is the right place to put this as it's not a legal matter yet, but it seems to be heading that way!

I ordered an £80 product from Amazon prime (actual amazon, not a private seller through Amazon), and had an e-mail yesterday to confirm that it had been delivered to my address.

No one was in all day (unless you count the cat!), so it most definitely wasn't delivered. Neighbours are lovely and have said that it wasn't delivered there. I opened an online chat with Amazon last night, to be told that they definitely delivered it to the right address, GPS tracking has shown that the delivery driver delivered it, and that they aren't going to do anything about it. I tried to escalate the complaint, to be told that my only option was to report it to the police and get a crime reference number. So I begrudgingly contacted non-emergency police (feeling awful as I really don't want to waste police time!) and they gave me a crime reference number. I gave that to Amazon, who said that they actually needed a letter from the local police station, on letter headed paper, with the crime reference number, and various other ridiculous details. I told them this was ridiculous, as there is no way the police would provide that, and they insisted. So I contacted the police again (non-emergency obviously!), who said that I was correct and there is no way they would provide that, but they would happily confirm to Amazon that the crime reference number was legitimate if Amazon wanted to give them a call. So I went back to Amazon and told them what the police had said, and they said leave it with us and we will get back to you.

Anyway, I have now had an e-mail from Amazon saying that their investigation concludes that they have delivered the product (essentially accusing me of lying!) and that the case is now closed. They have said that if I cannot get the product back through the police (how on earth they expect that to happen, I have no idea!), then contact them again once I have an official crime report!!

This is ridiculous, and I have no idea where to go from here? Do I have a leg to stand on? I do not want to be wasting any more police time with this, but Amazon are refusing to engage in any further discussion. I need this item, and cannot afford to pay another £80 for a replacement!

Can anyone offer any advice at all?

Many thanks

I echo what Jupe said.

Live chat will have multi windows, each with a synopsis. Call means they are forced to listen and interact so rely less on syns.

I have a deep hate of phone calls but you gotta

My only issue with having the payment reversed, is that I assume Amazon wont like it and will then shut my account? Which would be a pain as we use amazon a lot! I would rather resolve it properly if I can.

Good point re: phone calls- I will give them a call when I am home from work and see if that makes a difference.

It is really frustrating that they have my money, I don't have my item, yet I'm the one having to do all the leg work! I just want my bloody item!

Would you still want to use Amazon after this though? Nearly all sellers on Amazon also sell on eBay and on eBay you can pay with PayPal and have buyers protection. It makes no sense at all that they are refusing to let you see the signature - that is a massive red flag and I can't think for one minute that they are allowed to withhold that from you. Have you asked them why they won't allow you to see it and what legal right they have to refuse?

Amazon are getting shitter in my opinion, something was delivered to my neighbour yesterday that was for me, I had no idea until my neighbour came round with it, the delivery driver didn't leave any note or card through our door to say where it was. It was also delivered unwrapped and unpackaged!! Really poor.

Have you opened an A-Z?

As an Amazon seller, if someone opens an a-z on me and I can't provide a signature I lose straight away.

If the worst comes to the worst you can still do a chargeback through your credit card company and Amazon will have to defend that.

I have no advice, only sympathy.

Ive had a very similar experience & actually now wonder if you are a neighbour. Amazon delivery here is an absolute joke, as is their customer service.

In my case it has been several missing deliveries, I was offered refunds though, but as of yet I dont have all of them.

I didnt actually want a refund, I wanted the goods delivered & the theiving/useless lazy arsed toe rag of a driver called to task, but no chance of that, just lots of overy wordy & apologetic, we value your custom etc emails - back & forth

You soon realise these are scripted & they either dont read or understand what is written to them

I will be using Hells link (thank you) to the CEO to cmpkain too

Goid luck

Promise I have no affiliation with Amazon

It's the automated or computer led service that let's it down. Once you have spoken with a person it gets sorted.

I've had to do it a few times but I do buy loads and work at home so friends and neighbours get dropped here too.

In my experience they are excellent in person.

Rockin I think they covered an Amazon delivery driver scam on R4.

Driver just met and delivered to mate at drop address.

Would that fit your problem?

Ember and Kara it's from actual Amazon, not Amazon Marketplace.

OP you need the tracking details. They really should be able to provide these. Is there a signature on the tracking you have? Just politely refuse to end the conversation until you have the tracking info.

If you recall the payment via your bank, Amazon are likely to close your account - although that could happen anyway, if they decide your account is suspicious.

Something similar happened to me with DPD in the Summer - they delivered a box to my address, but left it with someone doing maintenance on the building. The company refunded because the signature wasn't mine, and the description of the person who signed was nothing like me. They then claimed from DPD, who sent the driver and his manager to explain what had happened. I tried to contact the maintenance firm but they denied getting a parcel. DPD visited a few times and got very hostile, but I kept my refund.

At the moment, Amazon believe it was correctly delivered - you need to find something in their evidence to prove that it wasn't, so they accept liability and either refund or send a replacement. As they currently believe they have enough evidence that it was correctly delivered, you may have to make a nuisance of yourself today to get it sorted.

Rockin I think they covered an Amazon delivery driver scam on R4.
^
Driver just met and delivered to mate at drop address.

Would that fit your problem?^

Really? I missed that, will be looking for it now

Yes it could well fit

Though I have caught 1 driver trying to dump a big parcel at an address across the road. I was watching him from my door as I had already had the email notification said he had already delivered to my address, thankfully I did get that parcel as it was an expensive one, but Ive had several others go mussing, some supposedly signed for by neighbours - when nobody of that name lives at that address & others supposedly signed for by DH - yet they couldn't even spell his name right

Thank you - off to search now

Maybe this will help, we recently bought an expensive item on Amazon. It was then faulty within 2 days so return was agreed. Had to use collect plus to return item. All fine off it went. Amazon then said had not been received. Then said only received a box, please return the item or no refund. We knew it had be safely returned had all postage receipt but that were adamant just had a box & no refund. After hubby emailing & calling them lots it seemed we had to just accept the loss but I then put together an email asking them to investigate properly & share the findings. I also said I was happy to involve the police this end & sent a bullet point list of what I wanted to know about how they had investigated & the findings. They emailed back saying full refund had been given. If I were you I would email them & ask for the missing item to be fully investigated & to state.
• I would like to see a copy of the proof of signature & the name that signed for the item
•copy of the gps records
•delivery company and name of the driver that delivered the item.
•exact time & details of delivery
•can the driver be asked to describe the person that signed for the item
•Then reiterate that you were in fact not home & you have passed it over as a police matter. Ask if they are concerned that either Amazon staff or delivery driver appears to have stolen & fraudulently claimed to have delivered.

•what insurance do Amazon have in place for lost or stolen items?
•you are not to blame as it was lost while in Amazon / delivery persons hands & you expect full refund or replacement.
Try this, see what they say just fobbing you off is not on! Hope it helps

All calls are recorded so there is always a record of what is said on the phone.

Possibly of no help, but we had an Amazon order (DVD) marked as delivered, when it most certainly wasn't.

Used the account services to flag it as undelivered, and Amazon immediately dispatched a replacement.

The replacement arrived before the original item which had been misdelivered 10 doors away, as the packaging managed to obscure the house number - clearly the driver took a punt.

Our kindly (unknown) neighbour prised the packaging open enough to see the house number, and rang our bell to tell us.

Do you live in a house or an apartment block? We recently had an Amazon parcel get delivered to the same number apartment in a neighbouring block with a similar name, ie instead of coming to Meadow View it went to Meadow Hieghts. As we were unaware of that we emailed Amazon to no avail, as kept being told it had been delivered - one phone call and it was sorted out and refunded. It was extraordinarily difficult to find the phone number without it keep telling you to email, and then you had to leave your number and they phoned you back. About two months later the parcel appeared as the other apartment was a holiday home and the parcel had been sat in a neighbours and the honest person walked it around to us.

Try this link when you are logged in
www.amazon.co.uk/gp/aw/contact-us/phone/ref=aw_cu_landing?#contact

Select "something else" otherwise it sends you in circles!

The reason you have been refused, and the only reason I think, is because you have been flagged for fraud. Based on the IPAD incident.

Apologies for the delay in replying, but I have an update!

Amazon finally agreed to refund the item, after we sent e-mails demanding information that we would need for police report.

Then yesterday we found the parcel, which had clearly not been 'handed to a resident and signed for,' as they kept insisting. My house is detached, but on one side there is a very small gap between the house and the fence which is just wide enough for two gas cannisters and is blocked off at the entrance by a big water tank, so that the dogs don't try and go down there and get stuck! The parcel had been shoved down behind the two gas cannisters. How the driver even got it there, I have no idea, he'd have had to have squeezed behind the water tank and squished into the gap between the fence and the gas cannisters. We only found it because DH needed to refill one of the cannisters- how long it would have been there otherwise is anyone's guess!

So now we have to tell Amazon that it was delivered, and face more suspicion of fraud! So annoying. They are still in the wrong though, if they had left a note saying 'Parcel by the gas cannisters,' then we'd have thought it was odd, but would have found it. Don't say that it is signed for by a resident if it bloody wasn't!! They can come and bloody well collect it again, I have no need for it now, I've got a replacement from elsewhere.

Bloody Amazon!

Honestly, I am really not dishonest at all, but I might be inclined to just keep quiet. After the problems we've had with Amazon & a genuinely crap delivery driver, I know they don't chase up their drivers for non delivery

Well to be honest, I have no intention of going out of my way AT ALL to help them, so if they want to come and collect it from my door at a time that is convenient to me, then they are welcome though they may find that I hide it somewhere completely random when they come to collect it, and then claim that it was 'handed in person to their delivery driver' , but I will not be taking it to a post office, or printing out returns labels or any of that nonsense. I have had enough of them recently!

Keep quiet and put it on eBay.

Keep quiet and giver it to charity ?

Give it away!! I wouldn't bother telling them

I would tell them because ultimately that driver has lied and that has got you into trouble. He/she will undoubtedly be doing the same to other buyers and that isn't fair.

Well I would tell them and send them a photograph of where this item was hidden. They are assholes but don't make yourself just as bad.

Emphasise that they lied about the resident's signature.